IT Service Engineer

• Act as the first point of contact for IT support requests from employees, resolving issues or escalating tickets as necessary. • Provide hands-on support for both macOS and Windows platforms, troubleshooting hardware, software, and network issues. • Collaborate with the global IT Service Team to resolve technical issues via phone, email, or remote assistance. • Install, configure, and maintain computing equipment and peripherals, including desktop and laptop systems (macOS and Windows), network printers, and video conferencing systems (Zoom/MS Teams). • Manage the onboarding process for new employees in the Madrid office. • Support mobile devices, including smartphones, through mobile device management platforms like Intune and Kandji • Provide onsite IT support to Celonis employees at the Madrid office. • Ensure clear and effective communication with users to understand, document, and resolve their IT issues. • Perform basic repairs and replacements for computing equipment when needed. • Develop and maintain documentation and user guides for common issues to improve IT service efficiency. • Handle Procurement & Provisioning of Hardware (Laptop & Phones)

• 3-5 years of hands-on experience in IT support, with proven ability to troubleshoot and resolve issues across both macOS and Windows environments. • Strong knowledge of macOS and Windows 11 operating systems. • Experience with Azure Active Directory. • Understanding of TCP/IP networks and fundamental network troubleshooting skills. • Proficiency in M365 administration and support. • Strong knowledge of collaboration tools such as Microsoft Teams and Zoom. • Experience with Mobile Device Management (MDM) solutions like Intune and Kandji • Familiarity with operating and maintaining network components such as video conferencing systems (MS Teams) and network printers. • Strong communication skills in English with the ability to work effectively in a global, multicultural team. • Detail-oriented, with excellent problem-solving abilities and a proactive mindset. • Capable of managing multiple tasks and projects in a fast-paced environment • A team player who is motivated to provide excellent customer service and continuous improvement in IT processes. • ITIL V4 Foundation certification